ComplaintsforState National Insurance Company

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Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I hit a deer on July 7th. Contacted State National Insurance Company on July 8th. They sent out an adjuster the following week. I have made several attempts to contact them to find out the status of my claim and never getting a solid answer. In the months' time of State National Insurance Company having my claim they have never reached out to me regarding my claim. I have had only one phone call returned to me (on August 5th). In this time, I have acquired loaner car expenses, storge expenses (as my vehicle has been sitting at a body shop since the accident), and I am making payments on a vehicle that I am not able to use. Furthermore, I am unable to purchase a new vehicle until this claim is finalized and my loan compensated.
Business response
08/06/2024
Thank you, Please accept the attached complaint response as well as supporting documents on behalf of State National Insurance Company (SNIC).

As always, we appreciate the opportunity to serve you. Please feel free to contact us with any questions and/or additional requirements.

STATE NATIONAL COMPANIES

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T ************ | F - ************

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Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I booked a trip fall 2023 for May 2024. In January I developed long COVID. I was out of work 8 weeks and after that on reduced hours for 3 months. In April we decided to cancel due to the prolonged recovery. Despite submitting all the necessary paperwork our trip insurance company, red point, has denied the claim. The are claiming the diagnosis is anxiety which is not covered. However the reason the trip was canceled was due tolong COVID which they are not acknowledging, despite the doctor's documentation affirming the diagnosis
Business response
07/08/2024
Please see the attached supporting documents.
Customer response
07/08/2024
Complaint: 21905849

I am rejecting this response because:
The insurers stated the original reason for the rejection Of coverage coverage was an uncovered diagnosis.Now they're agreeing that the diagnosis was covid 19. The second item I would like to address is the difference in dates between when the paperwork was submitted, and when the trip was canceled. After We initiated the trip, It took time to make an appointment with the doctor, review the case with her and have her submit the proper paperwork. My final point is Despite having received letters documenting this The insurer is disregarding that I went back to work on a half day schedule only not a full day schedule. In other words, I was not able to carry out my full work schedule.
Regards,

*************************
Business response
07/18/2024
Please see the attached response for file ********.
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We purchased travel insurance through this company for our March trip to *******/*******. Prior to departure, our travel company told us one of our flights was canceled and arranged for alternative arrangements. Because of this, we were forced to miss our first night in ********* and had to purchase a hotel in ******** due to an overnight layover with our alternative travel plans. The hotel in ********* was non-refundable. We filed a claim with State National Insurance Company to cover the $310.72 we had to spend on an additional hotel due to the change in our itinerary. They denied the claim stating that "Itinerary Change" and "Trip Delay" coverage was only in effect beginning the day of our departure date. They stated that because the itinerary change was made prior to our first day of travel, the additional cost of the hotel for the overnight layover and reimbursement for the non-refundable hotel night we missed, were not covered. In their policy, the section for effective date and time for trip delay coverage states "or if you must use an alternative travel arrangement after your scheduled departure date to reach your scheduled destination, on the scheduled departure date for your trip." We should also qualify for reimbursement under the "itinerary change" section of the policy. There are 4 qualifiers. Nowhere in the policy does it mention that all 4 criteria must be met. We would qualify for the reimbursement with the first listed criteria.
Business response
06/20/2024
Please accept the attached.
Customer response
06/22/2024
Complaint: 21828695

I am rejecting this response because:
There are several ways that I can interpret my policy that would allow me to get reimbursed for the hotel in ********* or in ********. The "Itinerary Change" section would be applicable to this situation. No where in the wording of the policy does it mention that all 4 criteria listed under the "Itinerary Change" section must be fulfilled to qualify for reimbursement. We clearly qualify under #1 "the event was prepaid prior to Your Scheduled Departure Date and the cost of the event was included in the cost of the Payments and Deposits for purposes of calculating the premium;". There is no "and" after that statement and therefore according to the wording, it appears that #1 alone qualifies our claim. If the word "and" was used after this section, then I would agree that our claim would not be covered. The words "and" or "or" are used on subsequent sections but are noticeably absent following the statement listed under #1.

If for some reason they are still denying that fact, "Trip Delay" would also work. They are saying that the effective date to qualify for "Trip Delay" was the departure date. The policy states "or if You must use an alternate travel arrangement after Your Scheduled Departure Date to reach Your Scheduled Destination, on the Scheduled Departure Date". That can be interpreted several ways. They are saying that since we were aware of the changes prior to the scheduled departure date, this claim doesn't qualify. This could also be interpreted as my alternate travel arrangements OCCURED after the scheduled departure date which is pertinent. The wording throughout the policy is vague and open to interpretation. They are trying to use that to their advantage, but unfortunately for them, it backs my claim quite well.  By my interpretation of their documents, they are obligated to reimburse me.
Business response
07/08/2024
Please see the attached supporting document.
Customer response
07/13/2024
Complaint: 21828695

I am rejecting this response because:
This is their policy for "Itinerary Change":
"We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for the unused, forfeited, prepaid non-refundable event/activity expenses paid by You if a Travel Supplier makes a change to Your Trip itinerary which either prevents You from participating in the previously scheduled event/activity or eliminates a destination from originally scheduled itinerary. Benefits are payable if:
1. the event was prepaid prior to Your Scheduled Departure Date and the cost of the event was included in the cost of the Payments and Deposits for purposes of calculating the premium;
2. notice of the itinerary change was not provided by the Travel Supplier prior to the Schedule Departure Date of the trip; or
3. the itinerary change is made after the Scheduled Departure Date of the Trip; and
4. no comparable event, activity, or refund, whether provided in credit or cash was provided to offset the loss."
I agree that our situation does not fulfill the qualifications 2-4, however they do not place the word "and" after the first statement. The words "and" and "or" are used in subsequent qualifiers. This indicates that fulfilling #1 alone qualifies for coverage. Had they placed "and" at the end of statement #1, then I would agree that we do not qualify for reimbursement. The "Effective Date and time for all Other Coverages" is stated to begin on the date and time that the trip began. Our claim meets those criteria.
Regards,

*****************************
Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Canceled in January, and they keep taking money out of my account. I called them they said I did cancel though they had my name spelled wrong on second account.
Business response
04/22/2024
Please accept the attached response on behalf of State National Insurance Company, Inc.
Thank you
Initial Complaint
02/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have attempted to **ntact this ** who insures our car 5+ times over the past week. Their app doesn't work. They don't return email. And anytime you call them you sit on hold for over 60 minutes.. and then they hang up. It is absurd that I pay $275 / month to insure a car and can't get ahold of them to make a claim. I also have media **nnections and am about to have them report on this as well.
Business response
02/14/2024
Dear ****************:

State National Companies (SNC) is in receipt of your correspondence dated February 9, 2024 regarding the above referenced file. SNC appreciates the opportunity to assist in this matter.

We are unable to locate a policy matching the criteria outlined in the complaint as a SNC policy. If you have any additional information such as a policy number, we will be happy to review this matter further.
Thank you
Customer response
02/14/2024
Complaint: 21266030

I am rejecting this response because:
just adding the policy number they requested
TLA.CA.A.T.493W7PZS

Regards,

*********************
Business response
02/23/2024
Please accept the attached on behalf of State National Insurance Company, Inc.
Thank you
Initial Complaint
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
State National Insurance Company (DBA Tesla Insurance) has not responded to my inquiries concerning the reimbursement of my $750.00 deductible that was received by ***** Insurance by Progressive Insurance through subrogation. Progressive Insurance closed the claim and paid the demand to Tesla insurance on 12/22/23. Tesla Insurance has not reimbursed me or provided any update on when I can expect my $750.00 reimbursement.
Business response
02/16/2024
February 16, ****

***** Document: ********
**************************

Please accept the attached complaint response on behalf of State
National Insurance Company, Inc..

Please feel free to contact me with
any questions or additional requirements.

Thank you,
************************* | Compliance Analyst
STATE NATIONAL COMPANIES
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T ********************* or ********************* | D ************
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Initial Complaint
01/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Regarding insurance for my car being rear-ended. The accident occurred on December 19, 2023. The car that hit me was a company car and was insured with National Specialty Insurance Company, and the driver was a lady. As no one was injured, police suggested us to exchange information and did not respond. The next day, I received a call from the person who hit me and asked resolve privately, I refused. After that, I called National Specialty Insurance Company 4 times, but no one answered and I couldnt leave a message. The case was not filed until January 4, **** (claim # aint11164a2). Photos were taken for investigation on January 11th, and then there was no answer after that. When I asked when my car could be repaired, my case agent **** and her supervisor were very rude and arrogant. **** said: We are waiting for the policyholder's confirmation. Without confirmation, we can't do anything. I said: You have already taken pictures, why are you waiting for her confirmation? Why don't you go to her, instead of waiting for her to call to confirm? The policy holder just wants to resolve privately, and she won't confirm it. She wants to cheat, do you want to cheat too? And I also have photos from the scene of the car accident, which better illustrate the situation. But **** said: I have already explained it, I wont repeat it. Then hung up the phone. In the next few days, no people answer my calls or messages. I want to get my car repaired as soon as possible. I am very disappointed with this insurance company. National Specialty Insurance Company has no credibility.
Customer response
01/27/2024
My full name is ***********.

Business response
02/02/2024
February 2, ****

***** Document: ********
An, *****

Please accept the attached complaint response on behalf of National Specialty Insurance Company.

Please feel free to contact me with any questions or additional requirements.

Thank you,
************************* | Compliance Analyst
STATE NATIONAL COMPANIES
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T ********************* or ********************* | D ************
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Initial Complaint
08/29/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is regarding claim NXTC-MEGL-DXJFR7, filed through broker Next Insurance (Next), underwriter State National Insurance Company **** (SNIC). I had extensive home repairs performed by a contractor insured by State National Insurance Company **** The insured has both Liability and ****************** policies. These home repairs were performed in a non-workmanlike manner and have needed to be redone. Issues include, but are not limited to, home siding, various vent installations, shower/tile installation, plumbing installation, broken home items, poorly performed miscellaneous work. The primary (most costly) item is the home siding. This claim was denied by SNIC (through Next) based on the notion that that job was not "compete." This is in fact not the case. The siding was complete, though improperly installed. There was a separate aspect of the exterior work -- metal trim -- that was not in the contract, not paid for, and no work performed. Next has stated that the job was not "complete" because the mental trim was not installed, despite this work not being part of the contracted job. After review by no less than five contracting professionals it was determined that all the siding needed to be removed and reinstalled. When the siding was removed, water damage was also found. Additionally, tile flooring in the shower, some of which has come off the floor, must be removed and reinstalled with the proper materials. Plumbing in the basement was not installed to code and must be repaired. Bathroom and kitchen vents must be moved. Various other items which were done in a non-workmanlike manner must be repaired. I have been informed that a dryer vent, chandelier, shower, and plumbing will be covered by SNIC, but there has been no discussion of settlement amount as of yet. It is evident that SNIC is attempting to mischaracterize the performance of the work so that language in the policy can be used to deny the claim. Next has been provided multiple photos of and extensive detail about these issues.
Business response
09/08/2023
September 8, 2023

***** Document: ********
**********************************
Please accept the attached complaint response on behalf of State National Insurance Company, **** ("SNIC"). Next Insurance, **** ("Next") is a general agency for SNIC.

Please feel free to contact me with any questions or additional requirements.

Thank you,
************************* |   Compliance Analyst
STATE NATIONAL COMPANIES
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T ********************* or ********************* | D ************
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Customer response
09/09/2023
Complaint: 20537261

I am rejecting this response because:
Please see attached letter.
Regards,

*********************************
Business response
09/25/2023
Please accept the attached follow up response on behalf of State National Insurance Company, Inc.
Please feel free to contact me with any questions and/or additional requirements.
Thank you,
************************* |   Compliance Analyst
STATE NATIONAL COMPANIES
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T ********************* or ********************* | D ************
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Customer response
09/25/2023
Complaint: 20537261

I am rejecting this response. Please see attached document.

Regards,

*********************************
Initial Complaint
05/10/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Car was totaled on 12-23-2022 by state national insurance although State Farm insurance estimated car damage on 12-12-2022 and car wasnt reported total loss I wasnt aware car was totaled although state national Insurance reported to me that educational system federal credit union was paid off for total loss im still havent received anything from insurance company about car being totaled and Im being sued for loan although car was paid off by state national insurance
Business response
05/19/2023
Please accept attached response and supporting documents on behalf of State National Insurance Company, Inc.
Please feel free to contact me with any questions and/or additional requirements.
Thank you,
************************* | Compliance Analyst
STATE NATIONAL COMPANIES
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T ********************* or ********************* | D ************ | F ************
****************************************************
Customer response
05/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**************
Initial Complaint
03/31/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
hello I am in need of help collecting my vehicle title from State National Companies which is a third party debt collector. After filing the entire vehicle on my taxes as taxable income. I know lawfully they can no longer collect this debt after the cancellation/discharge of debt has occurred. however after filing a ****-c form with the original creditor the third party collector insist on holding my title until I pay them on a debt in which is not owed.
Business response
04/20/2023
April 20, 2023

***** Document: ********
**********************

Please accept the attached complaint response as well as supporting documents on behalf of State National Insurance
Company, Inc.

Please feel free to contact me with any questions or additional requirements.

Thank you,
************************* | Compliance Analyst
STATE NATIONAL COMPANIES
****************************************************************************************************
T ********************* or ********************* | D ************ | F ************
****************************************************
Customer response
05/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************

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